Customer Support Specialist

2 days ago

East Kilbride, United Kingdom Evotix Full time

**Glasgow / East Kilbride opportunity with hyrbid work from home flexibility.**
**Who We Are**

Here at Evotix, our IOSH and NEBOSH-accredited team knows a thing or two about health and safety management software solutions. Founded in 1995 with headquarters in Scotland and locations in the United Kingdom, United States, Australia, and New Zealand, we serve the health, safety, and compliance needs of our clients on a global scale. We've worked hard for over 20 years to create technology that engages frontline workers and keeps them safe and empowered, even through tumultuous COVID-19 times.

Our EHS software, Assure, is designed to help companies work smarter, not harder. Highly configurable and mobile-accessible, Assure's predictive and preventative insights help businesses run at maximum efficiency while maintaining safe work environments. Trusted by more than 850 organisations—and used by more than half a million users, it's no wonder that Evotix is pioneering the health and safety management tech game.
**What You'll Do**

Here at Evotix, we believe that building a better brand, company, and client culture starts with working in a collaborative atmosphere. Keeping these beliefs in mind, we’re looking to add a graduate level Customer Support Specialist into our UK customer experience squads, led by a guide, whose focus is on leading and building a cohesive team, each squad serves as a self-organised and cross-functional group who helps a defined cohort of Evotix customers maximize the experience they get from Assure. Each squad consists of 5-7 innovative members, who will be coached by one of our four specialists to equip them with the specific technical skills, tools, and standard approaches needed to deliver functional excellence to our clients, with expert training that shrugs off the traditional direct oversight of daily activities, squads will have an end-to-end accountability for specific outcomes and be able to make their own decisions about how to achieve their collectively owned objectives and key results.

**A Day in the Life**:

- Ensures that activities are carried out efficiently, both in terms of individual work and in coordination and communication with others
- Ensures that activities are effective, processes are followed, knowledge is shared and kept up to date; and documentation is developed and maintained
- Escalates client issues where appropriate to Support Manager, Product Manager, Project and Training Manager, or the development team
- Ensures full records of all customer interactions are maintained and correct
- Develops, implements, and maintains customer-facing systems for product support (knowledge base, ticketing systems, etc.)
- Ensures a high standard of professionalism in customer interactions
- Ensures that customers are kept up to date of the progress against issues raised
- Spots opportunities where customers require additional configuration services or training, or where they may benefit from additional functionality, and addresses them to the Account Manager or to the Project and Training Manager
- Fully documents requirements and shares them with the Account Manager
- Helps with desk support
- Helps with configuration services, both at the direct request of customers and in support to the project and migration team
- Completes user testing and feedback of new support tools and product releases
- Assists with customer training, if required
**What We're Looking For**
- A recent grad who is ambitious and willing to learn what providing great customer experience looks like
- Strong prioritization abilities
- Remains calm under pressure
- Handles issues constructively and diplomatically
- Proven ability to master new technical skills_
- **Who **_You_** Are**

Having hard skills are essential for success in any field but honing an array of soft skills puts you ahead of the pack. If you resonate with any or all the below, we want to get to know you better.
- Collaborative: You work (and play) well with others, and know that a flow of different ideas results in top-notch work
- Determined: Your resiliency and commitment to do your very best always shines through
- A self-starter: Your high drive, independence, and determination give you a “go-get-em” attitude that’s evident in everything you do

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